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MyChart ® Epic Systems Corporation

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Frequently Asked Questions

Enrollment Questions
What is Your Account?
Is there a fee to use Your Account?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When are my test results released?
Why are certain test results not shared electronically?
If some of my health information is not correct, what should I do?
If I send a message for medical advice or to request an appointment, when can I expect a reply?
MyAccess For My Family
Can I view my child's health record?
Can I ask questions regarding a family member?
Can my spouse and I share one account?
After I Have Enrolled
I forgot my password. What should I do?
I forgot my user ID. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is my health information secure?
What is the privacy policy?
I was logged out, what happened?
My activation code does not work, what should I do?
Is my activation code my user ID?

What is Your Account?

Your Account offers patients personalized and secure on-line access to portions of their medical record. It enables you to securely use the Internet to help manage and receive information about your health. With Your Account, you can use the Internet to:

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Is there a fee to use Your Account?

Your Account is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued an activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may e-mail Customer Service at FHAccountHelp@Flhosp.org or talk with your provider's office staff at your next visit.

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When are my test results released?

Your test results are released to Your Account after your physician has reviewed them. This is generally within 3 business days.

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Why are certain test results not shared electronically?

Your provider is able to determine which types of test results are able to be released to Your Account. Further, tests of a very sensitive nature are not released to Your Account. Please contact your physician if you have any questions.

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If some of my health information is not correct, what should I do?

The information in Your Account comes directly from your electronic medical record at your doctor's office. Your health information is reviewed and updated in your electronic medical record each visit. If any of your health information is inaccurate, ask your doctor to correct the information at your next clinic visit.

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If I send a message for medical advice or to request an appointment, when can I expect a reply?

You will generally receive an answer at the end of the next business day. Please note that Your Account should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view my child's health record?

Yes you can. This is called Proxy access and allows a parent to log into their personal account, and then connect to information regarding their child. You may request access to this convenient service the next time you are in one of our medical facilities with your child.

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Can I ask questions regarding a family member?

Your Account offers direct access to your personal health record, thus communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one account?

No, due to the sensitive nature of medical information, each adult must establish their own account.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. You may also contact Customer Service at FHAccountHelp@Flhosp.org to request your password be reset.

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I forgot my user ID. What should I do?

You may click the "Forgot Username" link from the signon page to retrieve you user ID online. You may also contact Customer Service at FHAccountHelp@Flhosp.org or call your healthcare provider and they can provide you with that information.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

No, privacy issues prevent us from e-mailing a new activation code to you. At your next office visit, ask the registration staff to generate a new code for you.

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Can I update my personal information (e.g., e-mail or change my password)?

You can only update your email address and password on the portal, all other information will need to be updated at your next office visit.

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How is my health information secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, the portal uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session. Unlike conventional e-mail, all messaging is done while you are securely logged on to our website.

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What is the Privacy Policy?

Your account is owned and operated by Florida Hospital and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased. The complete Privacy Policy can be found here.

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I was logged out, what happened?

We aim to protect your privacy and security of your information. While logged into Your Account, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out. We recommend that you log out of Your Account if you need to leave your computer for even a short period of time.

My activation code does not work, what should I do?

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email Customer Service at FHAccountHelp@Flhosp.org.

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Is my activation code my user ID?

No, your activation code is not your user ID or password. You will use this activation code only once to log into Your Account for the first time. (The code will expire after you have used it or after 60 days). When you log into Your Account for the first time, you will then be asked to create your own unique user ID and password.

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